Account Manager

Qualifications and Skills:

● Diploma/Bachelor’s degree in Accounting, Admin, or a related field.

● 1-2 years of field based experience

● At least 1 year of experience in loan management and collections

● Excellent communication and interpersonal skills.

● Familiarity with lending products, financial services and CRM software.

Loan management

● Followup on clients through phone calls, physicial visits ,document the conversations on the staff App, and ensure that customers make their full payment as per the loan schedules.

● Contact clients and notify them of their overdue payments.

● Escalate defaulting loans to the recovery team with clear documentation of efforts invested in collections and client engagements

● Ensure that the clients loan agreement is on file and easily accessible

● Timely customer complaint resolution or escalation

Incident Management

● Coordinate, escalate and collaborate with the clients during any incident

● Impounding of non responsive clients

● Reporting and recording of all clients accident incidents

● Submission of support documentation from clients during processing of insurance claims.

● Supporting clients during retrieval of any assets impounded by authorities or in cases of theft.

● Support clients with mechanical breakdowns and follow up on stolen assets

● Ensure compliance to all the loan terms and conditions.

After sales

● Communicate new opportunities to good clients

● Retention of existing clients - understanding their additional interests and checking if their objectives have been met.

Use of data, systems, and transparency

● Record all customer interactions in the Customer Relationship Management (CRM) system

● Document and archive in the right channels all agreements made with the clients to keep a record for future reference.

● No paper agreements will be signed without the consent and signature of the branch executive

● Strict adherence to the Tugende Credit Policy.